Competencies for HR Professionals in Knowledge-based Industry with Reference to IT, ITES-BPO's

Introduction"High performing HR function affectsthey must-A) Possess a track record of success and
bottom line nearly 10%"- A surveyCompetencieshave earned trust.B) Instill confidence in others.C)
have become integral part of HR field. In the last 25+Demonstrate integrity.D) Ask important questions.E)
years, the competency approach has emerged fromFrame complex ideas in useful ways.F) Take
being a specialized and narrow application to being aappropriate risksG) Provide candid observations andH)
leading method for diagnosing, framing and improvingOffer alternative perspectives on business issues.3)
most aspects of Human Resource Management.Knowledge of best practices. The HR professional
Changes to business practice have forced HRmustA) Be an effective verbal communicatorB) Work
professionals to adjust their role and the contributionswith management to send clear and consistent
they make as well as to obtain new skills andmessages.C) Be an effective communicator in
competencies to meet these demands.In a surveywriting.D) Facilitate organizational restructuringE)
conducted in USA the following were theDesign programs that drive changeF) Facilitate design
observations: (Source Internet)1) HR professionalsof internal communication processesG) Attract the
from high-performing companies are shifting theirappropriate talent to the organizationH) Design
focus from internal to external customers.2) HRcompensation SystemI) Facilitate dissemination of
professionals are taking greater responsibility forCustomer information.4) Ability of Manage Change.
disseminating cultural underpinning throughout theirWith regards to Change, the HR professional mustA)
organizations.3) HR professionals are emerging asEstablish trust in relationships with othersB) Be a
strategic partners who identify problems, providevisionary.C) Take a proactive role in bringing about
alternative insights and raise the standardschangeD) Build supportive relationships with othersE)
"Intellectual rigor", for business decisionEncourage others to be creative andF) Identify
makingUnderstanding CompetenciesCompetencies areproblems critical to business success.5) Ability to
those behaviors or sets of behaviors that describemanage Culture. The culture of any organization is an
excellence in performance within a particular workimportant aspect and hence HR professionals mustA)
context. They can be useful in clarifying workShare knowledge with units/departments/divisions
standards and expectations, help focus appraisal andthroughout the organizationB) Champion culture
reward systems, and align individuals with thetransformationC) Translate the desired culture into
institutional or department mission. We have identifiedspecific behaviorsD) Challenge the status quoE)
a number of topical areas and competencies weIdentify the culture required to foster the
believe to be the building blocks and requisite skillsorganizations business strategies andF) Frame the
needed to be successful as a human resourceculture in a way that excites employees.6)
professional. While specialists may be highly skilled in aImplementation of technology. Technology is
relatively narrow field, generalists, by their veryincreasingly used as a delivery vehicle for HR services.
nature must have a broader base from which toHR professionals need to be able to use HR
operate. They must have a wider perspective on theTechnology and web-based channels to deliver
issues and the workplace environment.A typicalservices to employees.7) HR & Delivery. This
professional career pattern would see thecompetency encompasses the HR activities that are
development of the novice into a fully skilled stafftraditionally associated with HR function. There are six
practitioner within a career specialty or family ofmajor factors within this domain- Staffing,
specialties. Through maturity, experience anddevelopment, organizational structure, HR
professional development, individuals would broadenmeasurement, and legal compliance and performance
their professional perspective and understanding ofmanagement.HR Professionals in IndiaTo start with,
the human resources profession. Due to the naturelet me illustrate one case, it is from one Multi-National,
of the range of demands placed upon HRIT company (Sorry, I am not suppose to mention
departments, smaller organizational units tend tothe name of the company). In India they are having
develop "generalists", while larger departments haveoffices in two cities...Pune and Hyderabad. They are
the need and resources to develop "specialists".Basichaving manpower of 2,750 (Approx); to manage this
competencies required for any professional...to excelmanpower they have a HR-Team of 28 people (12 in
in any professionJob Knowledge/Competency:Recruitment; 9 in HR-Operations and 7 in employee
Demonstrates the knowledge and skills necessary torelations). Now, look at these statistics:Attrition rate
perform the job effectively. Understands thein the above-mentioned company is as high as 32 %
expectations of the job and remains currentEvery month they pay 300,000 - 500,000 INR to
regarding new developments in areas of responsibility.recruitment vendors.
Performs responsibilities in accordance with jobEvery month they get 15-20 % salary related
procedures and policies. Acts as a resource personqueries (Attendance, Leaves etc)
upon whom others rely for assistance.QualityHR people in most of the ITES-BPO companies are
Quantity of Work: Completes assignments in abusy only in recruitment, settling full-and-finals and to
thorough, accurate, and timely manner that achievessome extent database management.Now look at this,
expected outcomes. Exhibits concern for the goalsas per a survey done by, Virgin Management
and needs of the department and others thatConsultants;A. 77-84 % HR professional don't know
depend upon services and work products. Handlesthe business of companyB. More than 92% HR
multiple responsibilities in an effective manner. Usesprofessionals are novice to economic reforms and
work time productively.Planning/Organization:economic growth of the countryC. 69-76% HR
Establishes clear objectives and organizes duties forprofessionals are even aware of role and
self, based on the goals of the department, division,expectations of a HR.D. 86% of HR Professionals are
or management center. Identifies resources requirednot aware of the business model of their
to meet goals and objectives. Seeks guidance whenorganizationE. As much as 89% HR professionals are
goals or priorities are unclear.Initiative/Commitment:not aware of the effect of Financial Bills of their
Demonstrates personal responsibility when performingsalary.This is alarming.Now, also analyze this,
duties. Offers assistance to support the goals andtraditionally HR meant to be...Recruitment, Training
objectives of the department and division. Performsand development, Compensation and Benefits,
with minimal supervision. Meets work schedulePerformance Management, Payroll, Behavioral
attendance expectations for the position.ProblemScientists, Human Psychologist, Employee relations (in
Solving/Creativity: Identifies and analyzes problems.manufacturing sector we have Industrial Relations
Formulates alternative solutions. Takes orExpert, and Welfare officer), Employee related
recommends appropriate actions. Follows up tostrategies and planning.In present scenario,Training
ensure problems are resolved.Teamwork andand Development is a separate
Cooperation: Maintains harmonious and effectivedepartment;Recruitment and payroll can be
work relationships with coworkers and constituents.outsourced;Strategies and Planning is a role of senior
Adapts to changing priorities and demands. SharesprofilePeople are not grown-up enough to understand
information and resources with others to promotehuman-behavior and hence they are not fit to be in
positive and collaborative workemployee-relations.We have very few experts as
relationships.Interpersonal Skills: Deals positively andCompensation and Benefits Analyst and most of the
effectively with coworkers and constituents.time this activity can be outsourced.Now, you list out
Demonstrates respect for all individuals.Communicationwhat are the activities that a HR Professional can
(Oral and Written): Effectively conveys informationdo?My take:It is a well-known fact that most of the
and ideas both orally and in writing. Listens carefullyHR professionals are not good with numbers, they
and seeks clarification to ensure understanding.Basicare not experts in statistics or taxation or economics;
Competencies for a HR Professional...irrespective ofthey are also not so good in "Human behavior" or
his/her designationRelationship Focused: approachable;"Human Psychology"...but most of them are too good
relates easily to diverse groups and individuals; buildsin "internal politics"...making an issue out of nothing.1)
and develops relationships.Customer Focused: focusedHR professionals as a taxman. A big portion in Direct
on all aspects of service and product delivery; alwaysTax is "Salary"...components of salary...affect of tax
knows the customer comes first.Organizational Skills:on each component. A HR Professional can analyze
able to set priorities; time and meeting managementthis and restructure the "Salary Structure" of the
skills; able to delegate.Problem Solving: ability tocompany. This will also help in Compensation and
weave through necessary channels to accomplishbenefits analysis. They can also take-up a role of
outcomes in complex settings; understanding of"internal tax advisor" to employees.2) HR Professional
processes and quality improvement.Assessment ofas a Strategist and a Policy-maker. To perform this
Talent: ability to judge and assess talent, recruit andactivity, they must have good knowledge about
select staff appropriate to current and futurebusiness, industry, and best practices in the industry
organizational needs; appreciation for and emphasisand best global practices.3) HR Professional as a
on developing a diverse workforce.Integrity:Coach, mentor and guide. In order to take-up this
forthright; direct; widely trusted.Intelligence: ability torole, HR professionals must be empathetic, high on
grasp complex concepts and determine courses ofemotional quotient, expert in Human Behavior and
action.Energetic: action oriented; hard working; likesHuman Psychology.4) HR Professional as a Business
challenges.Active Listening: ability to absorb andand Industry expert. As mentioned above, here also
translate others' statements into objective responsesthey need to have good knowledge about the
and actions; ability to give and receive feedback in anbusiness and industry.ConclusionThese are some of
appropriate manner.Composure and Professionalism:the activities that I feel can change a face of this
ability to maintain professional demeanor in difficult orprofession...called "Human Resource Management".
stressful situations; patience with customers; ability toThe path ahead is difficult to walk-on but it is not
diffuse anger and deal with difficultchallenging. I know there are many HR-Heads and
customers.Presentation Skills: ability to present andVP-HR, working in ITES-BPO industry or Service
convey information in a wide variety ofindustry, drawing a salary as high as 60-75 lakh INR
settings.Flexibility: ability to cope effectively withPA, but I doubt, if they can justify their salary with
change and uncertainty; ability to reprioritize quickly;their work. As I have mentioned in the beginning, for
ability to maintain a balanced perspective and see allHR-Professionals to be a Strategic Partner...Delhi Abhi
sides of an issue.Vision: ability to see the 'big picture'Door Hai.Looking forward to your comments and
within the industry, the organization and the functionFeedback.RegardsAbout Author:
now, and in the future; ability to translate a futureSanjeev Himachali
state for others and instill a sense of vision in them;E-mail: ; Blog:
ability to motivate others.Political Awareness: sensitiveYou can read my ITES-BPO related articles at or
to political situations; able to assess political climate(Himachali) Sharma, is a 29 yrs of age from India,
and how it affects responsibilities.Competencieshaving six years of experience in "Human Resource
required in knowledge based industry (IT, ITES-BPO,Development". By qualification, he is Bachelor of
Service Industry)As per a survey done in US of A,Science and Masters in Business Administration. He is
the following competencies are required for a HRalso a Motivational and Inspirational writer and
Professional in excel in "Knowledge Based Industry"...1.speaker.)About Organization: "07/09 Management
Understanding the business of the Company. ToConsultants"...(Exploring new areas). We are into
become key players in the organization, HRfollowing:1) Business and Industry Research2)
Professionals must understand their organizations andProviding total HR solutions to new start-up
the industry in which they work. However, knowingcompanies and as we say JD (Job Description) to OD
business is not enough. It has been proved in various(Organizational Development)3) Your salary and
studies conducted all over the world that HRtaxation (Analyzing the effect of Financial Bill on the
professionals in high-performing organizations know assalaries and there by advising the management...if
much about the business as their counterparts in thethey need to change the compensation Plan)4)
low-performing organizations. The difference lies inSourcing Senior Profiles...GM's, VP's, CEO's and MD's.5)
the usage of that knowledge. The HR professionalsWe are into "BPO Consultancy" and help companies in
of high-performing organizations use their knowledgesetting-up their BPO's in India.6) We take-up need
to make strategic contribution.2. Personal Credibility.based HR-Projects in US of A; UK; Germany and
HR professionals must be credible to both theirother European and Asian Countries.
colleagues and the employees they serve and hence